Can't access email from secondary account

Thank you for the helpful info that no one at Xfinity has been able to provide me.  I'm not sure how long it's been since I logged into Webmail because whenever I've tried to login, I've been getting a message about needing to change my password (and not having any way to do so).  That's been going on for quite some time.     

I have tried sending emails to the comcast email I can't get into; so far they have not bounced back. When I was DMing with support, they still saw that account as well.

I'm a former Comcast customer who still uses same email. I've accessed my 3 accounts daily thru Xfinity web app. So it's more that active. 2 days ago, my 2 secondary accounts went kaput. "Cannot access, Information, authorization incorrect..." They ask you to change or correct the settings, which so far, is not possible. 3 hours with customer support and the problem remains.

@janswers​ This is the exact issue I am having, although I don't know how long it's been since I logged in directly.

Also just for a test, I tried logging into an old primary account that had been deactivated 3-4 years ago and which I had not accessed at all in about 2 years- not even through an email client.  It had a verified backup email associated so I was able to validate, change my password, and log in.  Upon logging in, the system asked me if I wanted to reactivate my account and once I did, I was able to see the thousands of spam emails that had accumulated in the past 2 years.    So the issue I am having definitely feels related to a secondary account and not to how long it might have been since logging into webmail.

It's just mind boggling. They tell you there's a problem but give you no guidance as to what the problem actually is. Yet they send you down these rabbit holes they know are unable to fix the problem. It's diabolical. Spell it out!!!

Hello, @janswers we appreciate you taking the time to reach out on this post. I completely understand needing access to your email, and a process on how to get back in when not having the option to reset the secondary password. When accounts are closed, our options are very limited for troubleshooting including emails. If using a 3rd party client, we do like to ensure all the settings are correct: https://www.xfinity.com/support/articles/email-client-programs-with-xfinity-email. 

After ensuring all the setting are correct. When not being able to reset the password following these steps: https://www.xfinity.com/support/articles/changing-or-resetting-your-password, we would direct someone to reach out to our Customer Security Assurance team. This great team of experts has the access to help with emails on closed accounts, and I can confirm customers/former customers I’ve worked with in the past have successfully been able to get back in to their email after working with the team.

Besides calling in the CSA experts can be contacted online: https://internetsecurity.xfinity.com/help/report-abuse. I've had customers tell me that at times they receive an error 404 message when trying to access the site. If you have trouble accessing, place the url in an incognito window, or Google: Xfinity customer security assurance and then access that way. Hope this information is helpful. 

@ldbrin​ Thank you for taking time out of your day to reply to the post. I understand needing to have access to your email accounts, and want to ensure you're able to get into all of them. I've worked with customers the past week that have run into the same issue you're describing. 

From the primary Xfinity ID, passwords can be reset for any secondary accounts: https://www.xfinity.com/support/articles/changing-or-resetting-your-password. 

Customers who aren't able to reset their passwords, have been successful working the CSA (customer security assurance team) the OP had mentioned. If you're experiencing issues getting support from the dedicated CSA experts please let me know. 

The problem is there is no verified phone number or email with that email account.  It tells me "Please work with your primary account holder to reset your password. We are unable to change your password because there is not an eligible verified mobile number or email on file. "  As I said in my original post, I can no longer manage secondary accounts with my primary account since I changed my internet provider when I moved 2 years ago.